Troubleshoot

Listed below are issues you may encounter when working with the portal and some recommended solutions.

Note:

For solutions related to scene layers and Scene Viewer, see Troubleshoot scenes and 3D data.

For solutions related to distributed collaborations see, Frequently asked questions about distributed collaboration.

Website

• I've encountered a maximum limitation when using the website.
• I receive a software authorization error when I try to add a new member to the organization.
• I receive a software authorization error when I try to sign in to my ArcGIS Enterprise organization.

Map

• When searching for layers to add to a map, only web layers are listed.
• When searching for layers to add to a map, not all of my organization's layers are listed in the search results.
• The date and time in a pop-up do not match the date and time in the underlying data.
• Dates are formatted differently throughout the map.
• Time does not appear in the date field.
• I can't edit the geometry of a feature in an editable feature layer.
• When I print my map, some layers are missing.
• My map layer did not draw completely.
• Thumbnails for newly created web maps are not generated or do not display correctly.
• The map is missing a legend.
• The map legend is different from the legend I created for my feature layer.
• I can't reorder a layer in the map's contents.
• I lost the map I was working on.
• My web map contains a layer that is no longer available, and an error appears when I load the map. How do I remove this layer so that I can replace it with another one?
• The time slider does not appear in a map with a time-aware layer.
• There is no option to use my layer as a basemap.
• When I use my own basemap, some of the zoom levels in my basemap are missing on the map.
• My basemap is unavailable, so none of my map content appears.
• When I add an OGC WMS or WMTS layer to my map, I get an error that says the layer's coordinate system doesn't align with that of the basemap.
• The aerial imagery I added doesn't display on the map.
• Some layers don't display correctly in the map. It looks like there is a mix of HTTP and HTTPS URLs. Is this mixed content negatively affecting the map display?
• When attempting to add a layer to the map or opening an existing map, I see a message that Map Viewer Classic is unable to establish a secure connection to one or more layers.
• Some features are missing from my map.
• I cannot edit features I've added to my map.
• I do not see an option to configure pop-ups even though I know my service has feature data in it.
• I cannot remove pop-ups on a layer in the map.
• I do not see an option to save item properties on a layer I've updated in Map Viewer Classic.
• Number fields from a CSV file on the web do not import correctly into the map.
• My organization has a Bing Maps key that can be used in maps shared publicly. I see the Bing Maps basemap in my maps but the public sees an ArcGIS Online basemap.
• I am having issues with styling.
• Search only suggests six features.

Apps

• The story I’m configuring doesn’t have a setting to share subscriber content.

Hosted web layers

• I cannot publish a hosted tile layer from a hosted feature layer.
• I cannot publish my .txt file as a hosted feature layer.
• When I upload a .tpk file and try to publish as a hosted tile layer, I receive the error Unrecognized service type.Image service.
• I don't see an option to publish to my organization's portal using ArcGIS Desktop.
• Publishing a hosted tile layer takes a long time.
• Publishing a service definition (.sd) file that I upload to my portal fails with the message Unable to publish item. This Item can't be published to Online Service.
• My hosted feature layer does not use the same symbology as I defined in ArcGIS Pro.

Content

• I receive the error message Out of Heap Area Exception when I add a feature layer to Map Viewer Classic (formerly Map Viewer) or query the layer.
• Why do I get an error message when setting an extent for my content item?

ArcGIS Desktop

• I cannot open an item in ArcGIS Desktop.
• When updating a layer package or map package item details, the image is updated even when I select keep item properties.
• I was prompted for a login when opening a layer package.
• When I open a layer file (.lyr or .lyrx) or map document (.mxd or .mapx) in an ArcGIS Desktop client, some of the layers are missing.

Website

I've encountered a maximum limitation when using the website.

The website has the following maximum limitations:

• Number of groups per user: 512
• Upload file size: 500 GB
• Thumbnail image size: 1 MB
• Sign in time: two weeks
• URL characters for adding items from the web: 1024

I receive a software authorization error when I try to add a new member to the organization.

ArcGIS Enterprise is licensed to allow a specific number of members. If the organization already has the maximum number of members for which it is licensed, no new accounts can be added, and you will see the message Unable to create a new account because of a software authorization error. Contact your Portal for ArcGIS administrator for assistance. Your organization administrator must either obtain a new license or remove existing members before any new ones can be added.

I receive a software authorization error when I try to sign in to my ArcGIS Enterprise organization.

ArcGIS Enterprise is licensed to allow a specific number of members. If organization members exceed that number, you will receive this message the next time you try to sign in to ArcGIS Enterprise: Unable to sign in because of a software authorization error. Contact your Portal for ArcGIS administrator for assistance. Your organization administrator must either obtain a new license or remove members from the organization.

Map

When searching for layers to add to a map, only web layers are listed.

You can search for and add feature layers, tile layers, imagery layers, KML layers, and OGC WMS, WMTS, and WFS layers. Other layer types, such as layer packages, are not supported.

When searching for layers to add to a map, not all of my organization's layers are listed in the search results.

If you checked the Within map area box, only layers that intersect the extent of the current map extent are listed in the search results.

The date and time in a pop-up do not match the date and time in the underlying data.

Servers store dates in Coordinated Universal Time (UTC). Web browsers convert the date to local time. For example, if you look at a time field in a pop-up and you are located in California during standard daylight time, what you see is 8 hours earlier (UTC-8) than the time in the data. This offset might affect the date as well. If you look at a pop-up with data from 7/7/2017 12:00 a.m., you see 7/6/2017 5:00 p.m.

Dates are formatted differently throughout the map.

When viewing dates in a web map, you may see different formats on different parts of the map. Map authors can configure the format that appears in pop-ups, tables, and labels. For other parts of the map, such as the time slider, the language associated with your account determines the date format.

Time does not appear in the date field.

Only short date formats display time (for example, 12/31/1999 and 31/12/1999). Time is not displayed as part of the date field for other date formats. To display time for date fields, you need to configure the date field in the pop-up to use one of the short date formats and check the box to show time.

I can't edit the geometry of a feature in an editable feature layer.

If the editable feature layer contains m-values, you can't edit the geometry for existing features. To edit geometry for existing features in the layer, the layer owner must move the data with m-values to a separate layer (which can be in the same service).

When I print my map, some layers are missing.

Depending on how your administrator has configured the print service, certain types of layers may not appear on a printed map. Contact your administrator for further information. Additionally, if you print a map using your browser print button, many other layers and logos may be missing as well. Use the Print button in the map viewer or the for the most complete and well-formatted maps.

My map layer did not draw completely.

A layer may have too many features for Map Viewer Classic to display all at once. When this happens, Map Viewer Classic displays a warning that the layer did not draw completely. To see the omitted features, zoom in and move around the map.

Learn best practices for using layers in maps

Thumbnails for newly created web maps are not generated or do not display correctly.

You may encounter this problem if your web maps contain ArcGIS Server services that use HTTPS. A print service is used to generate thumbnails. If the machine with the print service that generates the thumbnails does not trust the ArcGIS Server site hosting the HTTPS services, the thumbnails are not generated or do not display correctly. To resolve this, contact your portal administrator and have them establish trust between the machine and the site.

The map is missing a legend.

You will not see a legend for basemaps or OGC WMS and WMTS layers. You will also not see a legend for layers that are not accessible externally or if the map author has hidden it.

The map legend is different from the legend I created for my feature layer.

Legends for feature layers may not match the legends saved in web maps. This typically happens when you save the layer in the web map with different symbology than that of the original layer. Symbology is saved to the web map when you save the map. Therefore, if you have different symbology saved to the layer and want to display the layer's legend in the web map, you must remove the layer from the web map and add it back.

I can't reorder a layer in the map's contents.

Layers are always displayed on top of a basemap, and feature layers are always displayed on top of tileset layers (map image, imagery, and tile layers) and KML layers. Depending on the type of layers you have in your map, you may not be able to move them all up or down. For example, if you have one map image layer and three feature layers, you can reorder the feature layers, but you cannot move the map image layer on top of them.

I lost the map I was working on.

You may lose your map when adding a secure layer to the map that is too large for your browser to cache. To prevent losing your map when you add large amounts of data, sign in before you start working and periodically save your map (if you have privileges to create items).

My web map contains a layer that is no longer available, and an error appears when I load the map. How do I remove this layer so that I can replace it with another one?

Save your web map. The problem layer won't be saved, and you can add other available layers to the map as needed.

The time slider does not appear in a map with a time-aware layer.

Time-aware layers are not supported in KML documents, embedded maps, and layers from a file. The time slider does not appear in these cases. The time slider also does not appear if the map author has disabled time animation on the layer.

There is no option to use my layer as a basemap.

ArcGIS Server services (map image layers), OGC WMS, OGC WMTS, and tile layers can be used as your basemap. Layers from a file, KML document, and map notes you create in Map Viewer Classic or sketch layers you create in Map Viewer cannot be used as basemaps.

When I use my own basemap, some of the zoom levels in my basemap are missing on the map.

This happens because the map displays the zoom levels of the current basemap, for example, the World Topographic basemap. To see the additional zoom levels in the basemap you added, save your map, close the Map Viewer or Map Viewer Classic page (for example, go to the Gallery), and reopen the map. The additional zoom levels appear. You need privileges to create items to save your map.

My basemap is unavailable, so none of my map content appears.

Map Viewer Classic (formerly known as Map Viewer) can't display layers in a map without a working basemap because the basemap establishes the coordinate system of the map. Once you save a map with a basemap, Map Viewer Classic only uses that basemap; it doesn't revert to a default basemap if yours is unavailable. You can repair your map by using a different basemap as long as the spatial reference of the unavailable and new basemap are the same. For basemaps that are tile layers, the tiling scheme of the unavailable and new basemaps must also be the same. Repair your map by choosing a different basemap from the gallery or using the URL parameter basemapUrl.

When I add an OGC WMS or WMTS layer to my map, I get an error that says the layer's coordinate system doesn't align with that of the basemap.

This error message usually appears when you added layers to your map in Map Viewer Classic and then added an OGC layer that is in a coordinate system other than Web Mercator (the projection of the basemaps in the default Map Viewer Classic gallery). To remedy this, create a new map and add your OGC layer first. If your layer is in GCS WGS84, Map Viewer Classic uses the GCS WGS84 World Imagery basemap. If your OGC WMS or WMTS layer is in a coordinate system other than Web Mercator or GCS WGS84, your layer is used as the basemap. If your WMTS layer supports multiple coordinate systems, you can select the one you want to use.

The aerial imagery I added doesn't display on the map.

Tile layers that use aerial imagery may not display on the map if you are using a Web Mercator basemap (which is the projection of the basemaps in the gallery) and the layer is not in Web Mercator. To display the layer, use it as the basemap or display it on top of a basemap that is in the same projection as the tile layer.

Some layers don't display correctly in the map. It looks like there is a mix of HTTP and HTTPS URLs. Is this mixed content negatively affecting the map display?

The specific behavior depends on your browser and browser version.

When you attempt to open an HTTP-based layer in a map, the layer may not load correctly or may behave differently across browsers and browser versions. This applies to layers you add to your map and layers in existing maps. Some browsers may successfully load these layers.

You can read more about mixed content from various browser providers.

• Chrome—Support article and blog post
• Firefox—Support article and Mozilla Developer Network article

When attempting to add a layer to the map or opening an existing map, I see a message that Map Viewer Classic is unable to establish a secure connection to one or more layers.

It's likely that your organization is set up for HTTPS only, but the URL you provided is HTTP. Some browsers notify you or block mixed content. You can try switching the layer URL to HTTPS. You can also contact your administrator about configuring Transport Layer Security (TLS) on the server hosting the layer. TLS is a more recent and secure encryption protocol than Secure Sockets Layer (SSL) encryption protocols that provide secure communication across networks.

Some features are missing from my map.

Large datasets should be published as hosted feature layers. When you add a shapefile, GeoJSON, CSV, TXT, or GPX file directly to Map Viewer Classic, the features are stored in the web map, which increases the amount of data that must be downloaded each time the web map is opened. Publishing your data as a hosted feature layer allows the features in the dataset to be requested as needed rather than being stored in the web map.

When you add a text file (.txt or .csv) with addresses while signed in to your portal, 4,000 features can be added directly to the map. If you add a text file with addresses as an anonymous user or when you are not signed in, 250 features can be added directly to the map. Datasets with more features than this must be published as a hosted feature layer.

When you add a shapefile or GeoJSON file with point data, 4,000 features can be added directly to the map. When you add a shapefile or GeoJSON file with polygon or line data, 2,000 features can be added directly to the map. Datasets with more features than this must be published as a hosted feature layer. Shapefiles and GeoJSON files larger than 10 MB must be published as a hosted feature layer regardless of the number of features.

If you added a KML document, features from placemarks, network links, ground overlays without refresh properties, folders, and extended data are displayed. Other features are not supported at this time.

I cannot edit features I've added to my map.

When a feature layer is published, the publisher determines what, if any, edit operations can be performed through the feature layer. Be sure the feature layer is editable. Also, KML and OGC WMS and WMTS layers cannot be edited.

I do not see an option to configure pop-ups even though I know my service has feature data in it.

Neither Map Viewer (formerly a separate beta installation but now included in the portal automatically) nor Map Viewer Classic (formerly known as Map Viewer) support editing or displaying pop-ups on OGC WMS and WMTS layers. Configuring pop-ups on KML layers is not supported; any feature data in the KML layer is automatically displayed (you cannot disable or configure them).

I cannot remove pop-ups on a layer in the map.

In Map Viewer Classic, you can remove pop-ups from a map layer and from features created when you add a delimited text file, shapefile, or GPX file. You cannot remove pop-ups for map notes layers created in Map Viewer Classic or for KML layers.

I do not see an option to save item properties on a layer I've updated in Map Viewer Classic.

You can only save item properties on layers you have added to Map Viewer Classic.

Number fields from a CSV file on the web do not import correctly into the map.

If you are adding a CSV file from the web that uses periods as decimals, but your language is set to a system that expects commas for decimals, your number fields may not display correctly. The decimal characters in your file should match the format your system language expects. For example, if your system is set to English, your file should use periods as decimals. If your system is set to French, your file should use commas as decimals.

My organization has a Bing Maps key that can be used in maps shared publicly. I see the Bing Maps basemap in my maps but the public sees an ArcGIS Online basemap.

Verify that your organization has configured a Bing Maps key for public use. If it has and the public does not see a Bing Maps basemap in your map, resave your map.

I am having issues with styling.

See a list of styling considerations.

Search only suggests six features.

When searching for features in a layer, only six results are returned for suggestions. This might mean the list doesn't include the feature you are looking for.

Apps

The story I’m configuring doesn’t have a setting to share subscriber content.

You can use My Stories to share subscriber content in your stories.

Hosted web layers

I cannot publish a hosted tile layer from a hosted feature layer.

You cannot generate map tiles for a hosted tile layer published from a hosted feature layer if the hosted feature layer is configured with certain styles and saved to the hosted feature layer item.

I cannot publish my .txt file as a hosted feature layer.

CSV files must be formatted and saved as .csv. Other text files are not supported.

When I upload a .tpk file and try to publish as a hosted tile layer, I receive the error Unrecognized service type.Image service.

Tile packages created with a tiling scheme that uses LERC compression result in hosted elevation layers when published in ArcGIS Online. They cannot be loaded and published to an ArcGIS Enterprise portal.

I don't see an option to publish to my organization's portal using ArcGIS Desktop.

The following criteria must be met to publish to your organization's portal using ArcMap or ArcGIS Pro:

• ArcGIS Desktop must be connected to the correct portal. By default, ArcGIS Desktop connects to ArcGIS Online. In ArcGIS Pro, add your organization's portal to your project and make it the active portal.
• You must be signed in to your organization's portal to publish to it. In ArcGIS Pro, the active portal and your sign in status are displayed at the top of the project.
• You must be a member of a role that has permissions to publish hosted layers. You can check your member role by signing in to the portal and selecting your name. This opens your member profile and reveals your role in the organization. If you have questions about the privileges that are assigned to the role, contact your organization administrator.
• ArcGIS Enterprise must be configured with a hosting server. A hosting server allows organization members to publish hosted layers to the ArcGIS Enterprise portal. If no hosting server is present, you cannot publish hosted layers. Contact your organization administrator to determine if a hosting server has been configured. To learn more about hosted web layers, see Hosted layers.

Publishing a hosted tile layer takes a long time.

In general, the time it takes to render the tiles for a particular map is based on the spatial extent of the map to be cached and the number of layers in the map, as well as the load on the system at the time the map is being processed. The system is designed to scale automatically (by adding machines) as the load increases. However, lags are possible in cases where the system experiences drastic load.

Publishing a service definition (.sd) file that I upload to my portal fails with the message Unable to publish item. This Item can't be published to Online Service.

Service definition files for ArcGIS Server web services are different from service definition files for hosted layers. What you connect to when you save the service definition file determines what type of service definition file is created.

In ArcGIS Pro, if you connect to ArcGIS Online or an ArcGIS Enterprise portal when you create the service definition file, the service definition file can be used to publish hosted layers only. If you connect to a stand-alone ArcGIS Server site when you create the service definition file, the service definition file can be used to publish ArcGIS Server web services only.

My hosted feature layer does not use the same symbology as I defined in ArcGIS Pro.

Web browsers cannot display some of the more complex cartographic symbols used when authoring a map in ArcGIS Pro. Most symbol types are available, but some symbols may be downgraded when you publish them. Make any required changes to your map symbology prior to publishing.

Content

I receive the error message Out of Heap Area Exception when I add a feature layer to Map Viewer Classic (formerly Map Viewer) or query the layer.

If the feature layer includes a multipatch layer that contains large and complex features, the ArcGIS Server site on which the feature service is running can run out of heap memory. Contact the administrator of the ArcGIS GIS Server site on which the feature service is running, as they need to increase the SOC maximum heap size setting for every machine in that site. The SOC maximum heap size setting is changed in the ArcGIS Server Administrator Directory.

To identify if a feature layer contains a multipatch layer, check the Geometry Type of each individual layer in the ArcGIS Server Services Directory. If the feature layer is an item in your portal, you can open the ArcGIS Server Services Directory information for each layer by opening the feature layer's details page and clicking the layer name on the Layers section of the Overview tab.

Why do I get an error message when setting an extent for my content item?

Setting an extent that crosses the 180th meridian is not supported. Define a new extent that excludes this meridian.

ArcGIS Desktop

I cannot open an item in ArcGIS Desktop.

You must have ArcGIS Desktop 9.3.1 or later to open most items. Some items require a more recent version of ArcGIS Desktop—ArcGIS Desktop 10 or later is required to open ArcGIS Desktop add-in files, map packages, and Web Maps. ArcGIS 10.1 for Desktop or later is required to open geoprocessing packages, features, KML, locator packages, tile packages, tiles, and WMS layers.

ArcGIS Pro 1.1 or later is required to open ArcGIS Pro add-in files.

Note, that add-ins are backward compatible but not forward compatible. For example, an ArcGIS Pro 1.1 add-in can be opened by ArcGIS Pro 1.1 or a later release, but an ArcGIS Pro 1.2 add-in can only be opened by ArcGIS Pro 1.2 or a later release.

When updating a layer package or map package item details, the image is updated even when I select keep item properties.

When you update a layer package or map package, the item properties thumbnail is reset to the thumbnail in the package. This occurs even if you choose to preserve the item properties on the server. After you update the item, you need to upload the image you want to appear on the item page.

I was prompted for a login when opening a layer package.

When opening a package that has been shared with a group but not made public, you are prompted (through a pop-up dialog box) to provide your portal user name and password. The dialog box includes an option to save your login information, which allows you to open shared packages without reentering your user name and password.

When I open a layer file (.lyr or .lyrx) or map document (.mxd or .mapx) in an ArcGIS Desktop client, some of the layers are missing.

You likely do not have access to the underlying data sources. Contact the owner of the layer file or map document and ask them to share the data with the organization or the same group to which they shared the layer file or map document.